First Republic is an ultra-high-touch bank that provides an extraordinary client experience. We believe that creating one-on-one interactions builds lasting relationships. We move quickly to serve our clients’ needs so that their financial transactions are handled with ease and efficiency. We are dedicated to building trust and financial security for our clients. Ultimately, our goal is unsurpassed client satisfaction which will lead to personal referrals – our number one source of new business. We recognize that our competitive advantage starts with our people and our culture. At First Republic, we work to move quickly and as a collaborative team. If you are looking for an opportunity to grow and contribute in a fun, fast-paced environment, First Republic is the place for you.
The Contact Center Manager in Consumer Services will be responsible for providing high quality client customer service through the daily management of employees, including, but not limited to, monitoring the workflow and call volume, as well as, team member hiring, motivating, coaching, and training. Handling escalated issues from agents or as they are reported and ensuring that cases are managed properly and in a timely manner. Primary focus on ensuring that our standard of high quality customer service is delivered by the team and ensuring Service Levels are met and Call Quality scores are exceeding expectations as set by management.